Voice sessions and recordings

The Voice sessions route opens the Voice Calls history view. You can filter calls by status and recording availability. The view shows the latest 200 sessions. Use it to check whether calls connected, ended normally, or need further action. This history is a tool for investigation. It does not guarantee a full transcript or a playable recording for every call attempt.

If you enabled recording for a call and the system stored the recording with content, you can play it back. Recordings are private. When you open a recording, the dashboard requests a short-lived, authorized playback link. If recording was not enabled, or if the upload or storage did not finish, a completed call can have no recording. A missing player does not prove that the caller did not connect.

Before you record customer calls, set the notice to match your jurisdiction and support policy. Limit access to teammates who need it. Do not export or share recordings without a clear reason. The history and playback controls need channel-view access. Changing voice configuration needs the separate agent-edit permission.